Mustafa Abayazid
Riyadh,KSA
Summary
At a senior Level in IT Operation, Virtualisation, Design, Development, Deployment, Maintenance and Support of IT Infrastructure". A senior engineer in computer and electronics systems with over 13 years of experience managing IT operations and providing reliable voice communication solutions using various technologies. I have led the Service Desk team at the SEDC Contact Centre (24/7/365), where I have implemented several initiatives to improve service quality, reduce costs, and increase productivity and user satisfaction. I have also demonstrated strong analytical, problem-solving, and knowledge-sharing skills . I am looking for a new challenge where I can contribute to the growth and success of a dynamic and innovative organization. Talented individual applies problem-solving and troubleshooting skills to find quick, impactful resolutions. Refines and updates existing practices for optimal performance, achieving seamless user experience.
Overview
12
12
years of professional experience
Work history
System Administrator
ITIL Foundation V3
- VMware
- Proxmox
- Asterisk
- VOIP
- HP servers
- RedHat
- Nagios
- Docker
- Ansible
- Ticketing System
- SMS Gateway (SMPP)
- Project Management
- Asterisk Certified Essentials (VOIP).
Senior System Engineer
Systems Path
Jeddah
05.2023 - Current
- Install, configure and run Internet of Things application services
- Monitor and control server.
Senior Infrastructure Engineer & Operation Lead
Sudanese Electricity Distribution Co
05.2018 - Current
- Virtualisation Technology Deployments and administration (VMware, Proxmox)
- Installing, configuring and maintaining the VMware ESXI Servers plus Proxmox VE as Mirror
- Configuring DRS, HA, Fault Tolerant & Node Clustering
- Creating, Installing, configuring and maintaining the Virtual Machines, installing Guest Operating Systems like Windows/Linux
- Secured and enhanced system infrastructure by conducting backup and restore operations,maintaining 100% data integrity
- Managed IT operations for the customer service centre using ticketing systems (Jtrac+OsTicket),which resulted in improving task completion rate
- Reduced downtime by performing preventive maintenance for system components, peripheraldevices, and users across 18 Distributed contact centres and 500 user devices
- Provided efficient resource distribution and user satisfaction by managing equipment inventory anduser requests with a remote monitoring system (using Net look for Employee)
- Set up and managed a system (Nagios core) to monitor technical services + Hosts and ensure reliability and performance, avoiding possible issues and minimizing business impact
- Improved service quality by communicating with service providers (E1s, VPN and SMPP Account),sharing reports and collaborating with teams to resolve complex issues
- Conducted training sessions for new users and updated them on new customer services
- Monitored and evaluated team performance using task management systems and data analysis tools
- Deploy MARHABA, a software solution for call centre agents and supervisors that offered a simpleinterface, real-time reports, and a dashboard to improve call flow control and performanceevaluation.
IP PBX SYSTEM Administrator
Sudanese Electricity Distribution Co, SEDC
01.2018 - Current
- Installed, configured, Managed and Monitored the Asterisk framework platform to provide a reliableand cost-effective IP PBX solution
- Configured SIP and Span PRI (E1/T1) to enable voice communication over the internet protocol andthe public switched telephone network
- Reduced waiting time by designing an effective interactive voice response system (IVR) named(Raddad) that handled 60% of incoming calls and provided automated solutions
- Configured extension numbers and call routing plans for the phone system
- Managed and tracked the volume and quality of incoming and outgoing calls
- Troubleshoot any issues with the system's performance and security.
Telematics and IOT System Engineer
Sudanese Electricity Distribution Co, SEDC
02.2016 - 05.2018
- Managed the vehicle tracking system linked to the customer service centre, map, and enterprisemanagement systems
- Reduced operational costs and enhanced fleet management by installing tracker devices for over 500vehicles
- Improved efficiency and quality of service by collaborating with managers to resolve issues such asdelayed response and follow-up
- Report critical fleet operations, costs, and safety data using fleet management software anddatabases.
Technical Support Engineer
Sudanese Electricity Distribution Co, SEDC
01.2013 - 02.2016
- Established a Unified Monitor Centre for a live desktop view of more than 500 PCs across 18 cities in
- Sudan, used for call centre purposes, with multiple administrator consoles and user policies
- Tailored the system, software, and hardware settings to suit the preferences and requirements ofeach user
- Troubleshooting and repairing hardware and software problems promptly and communicating withthe Call Centre, Supervisors and Back Offices
- Improved the system functionality by replacing broken or outdated hardware and testing the parts/System specifications.
IT Help Desk
Sudanese Electricity Distribution Co, SEDC
11.2011 - 12.2012
- Provide 24/7/365 technical assistance to stakeholders via phone or email, including agents, supervisors and back-office staff
- Record, respond and escalate client's complaints and issues according to the establishedprocedures
- Analyze the root cause of the reported problems and communicate with the emergency team
- Monitor the progress and status of the complaints and issues until they are resolved.
Education
Asterisk Certified Essentials - 2021. FortiGate Infrastructure v6 .4 - 2021. Kaizen & Lean Management certified practitioner (KLMCP) - 2021. -
Prince2 - undefined
2023
Advance Asterisk - undefined
2022
Certified information system Auditor (CISA) - undefined
2018
VMware vSphere6 Install, Configure and - undefined
2018
ITIL Intermediate Operational Support and Analysis -
AXELOS GLOBAL BEST PRACTICE
2018
ITIL Foundation Certificate in IT Service - undefined
2017
Occupational Health - undefined
2015
Modern CCTV Surveillance Network System - undefined
2014
CCNA - undefined
2014
Red Hat Linux Certified Engineer - undefined
2014
BSc - Computer & Electronics Systems Engineering
University of Science & Technology
2010
Skills
- Network diagnostics
- Error handling
- Network security management
- Data protection measures
Affiliations
- SEC - Sudan Engineering Council.
- SES-Sudanese Engineering Society.
Languages
Arabic
Native
English
Advanced
Timeline
Senior System Engineer
Systems Path
05.2023 - Current
Senior Infrastructure Engineer & Operation Lead
Sudanese Electricity Distribution Co
05.2018 - Current
IP PBX SYSTEM Administrator
Sudanese Electricity Distribution Co, SEDC
01.2018 - Current
Telematics and IOT System Engineer
Sudanese Electricity Distribution Co, SEDC
02.2016 - 05.2018
Technical Support Engineer
Sudanese Electricity Distribution Co, SEDC
01.2013 - 02.2016
IT Help Desk
Sudanese Electricity Distribution Co, SEDC
11.2011 - 12.2012
System Administrator
ITIL Foundation V3
Asterisk Certified Essentials - 2021. FortiGate Infrastructure v6 .4 - 2021. Kaizen & Lean Management certified practitioner (KLMCP) - 2021. -
Prince2 - undefined
Advance Asterisk - undefined
Certified information system Auditor (CISA) - undefined
VMware vSphere6 Install, Configure and - undefined
ITIL Intermediate Operational Support and Analysis -
AXELOS GLOBAL BEST PRACTICE
ITIL Foundation Certificate in IT Service - undefined
Occupational Health - undefined
Modern CCTV Surveillance Network System - undefined
CCNA - undefined
Red Hat Linux Certified Engineer - undefined
BSc - Computer & Electronics Systems Engineering
University of Science & Technology
Similar Profiles
William Carl FarmerWilliam Carl Farmer
ITSM Service Request Management Consultant (Backup Process Owner) at ITIL, Warner Brothers DiscoveryITSM Service Request Management Consultant (Backup Process Owner) at ITIL, Warner Brothers Discovery
Brijesh ChutaniBrijesh Chutani
Senior Technical Project Manager at ITILSenior Technical Project Manager at ITIL
Raviraj ManeRaviraj Mane
Lead Consultant at ITILLead Consultant at ITIL
Syed IliyasSyed Iliyas
Civil 3D Modular (Infrastructure Wet & Dry Utilities) at M/s. China Harbour Engineering (CHEC)Civil 3D Modular (Infrastructure Wet & Dry Utilities) at M/s. China Harbour Engineering (CHEC)
Dheeraj KalwaniDheeraj Kalwani
Vice President & Country Head at Apparel GroupVice President & Country Head at Apparel Group